Apply on Employer Site

Vestwell · 2 weeks ago

Senior Associate, Employer Services

New York, NY

Full-time

Hybrid

Mid, Senior Level

$65K/yr - $70K/yr

Vestwell is a financial technology company that powers the new savings economy, enabling businesses and savers to manage their financial needs effectively. The Employer Services Senior Associate will work directly with Plan Sponsors to resolve client issues, enhance client satisfaction, and facilitate communication across teams.

Employee BenefitsFinanceFinancial ServicesFinTechRetirement

Comp. & Benefits

Responsibilities

Partner with your designated team and cross-functionally with Partner Success Managers to manage a pod consisting of advisors and sponsors to ensure their servicing needs are being met and assist with administration issues

Manage client expectations to avoid any disconnects with process and timing standards

Collaborate across all internal teams in order to resolve any client issues and be the voice between our internal teams and our client to manage resolution, feedback, and satisfaction

Share data-driven insights with our product teams to improve our platform and planning roadmap

Lead and/or attend scheduled client conference calls to provide plan status and updates on remediation of any client issues

Being the friendly, knowledgeable first point of contact for inbound client phone and email inquiries

Conducting appropriate and timely follow up to ensure the highest level of service

Communicating in a relatable, humanized way to promote trust and allegiance

Creating tickets and providing follow-up as required

Adhering to client-facing and internal Service Level requirements

Handling complaints, troubleshooting problems, and providing solutions

Effectively gathering and analyzing information while using reason and good judgment to solve client problems

Researching with the Vestwell team, as needed, to resolve inbound inquiries and respond to clients within promised deadlines

Providing complete/accurate responses issued with empathy and understanding

Posting interaction within our tooling to document updates to client accounts

Conduct team training and assist with peer-to-peer coaching and development as needed, ensuring team members are up-to-date on industry trends, best practices, and product changes

Own projects and tasks as assigned, ensuring high-quality project delivery and adherence to timelines

De-escalate client issues by providing timely, informative communication and building trust and rapport with Vestwell clients and advisors

Host or moderate webinars, walking sponsors through the registration and the portal, and answering questions

Qualification

Fintech experienceFinancial Services experienceRetirement industry experienceExcel/Google SheetsCustomer serviceSix SigmaSeries 6QKAQKCTime managementProblem-solvingTeamworkAttention to detail